Terms and Policies

We at Frame USA, Inc. sell our picture frames by phone, through external sales representatives, and under several different websites. Some of those websites are wholesale requiring minimum purchases while others are retail sites with no minimum. Some sites only manufacture to order, while others sell frames that are in stock. Because of these differences, not all terms and conditions apply to all modes of purchase. Please take care to note the exceptions.

Returns Policy (note exceptions below): Because our products are manufactured custom for your order, returns are not generally accepted. In some cases, where merchandise could be resold to another party, returns may be considered; however, prior authorization is required. We will not accept any returns on custom size products. Please contact our Customer Service Department at 1-800-577-5920 to discuss a return. Do not send back merchandise without prior authorization or it will be refused.

If a return is authorized:

A 25% restocking charge will be applied.

We will send a return authorization form and label. The form must be must be included inside the box and the label attached to the outside of the box. The product must be repackaged as it was originally delivered. The customer pays for the return shipping.

Once the return has been received we will issue a credit for the product total only. Freight charges will not be refunded.

Any credits issued are for merchandise only (no cash refunds will be made), and must be used within six (6) months of date issued.

EXCEPTIONS TO THE RETURNS POLICY:

For orders placed on Frame Closeouts, all sales of closeout frames represent a final sale. No returns are accepted. Due to the nature of the product sold on this website, we may not be able to fill requests for specific colors or moulding styles on the following product categories: premium wood closeouts, wood closeouts, metal closeouts, posterframe closeouts and polystyrene closeouts. Closeouts may have minor imperfections and are sold "as is". The selection of inventory varies. Frames from the pick and choose section are made to order.

For orders placed on MatDesigners, our mats are made to your specifications, therefore, no returns will be accepted.

THE FOLLOWING TERMS APPLY TO ALL WITH SOME EXCEPTIONS

New Accounts: All initial orders must be purchased by credit card or prepaid. We accept Visa, MasterCard, Discover, and American Express. Net Thirty (30) day terms may be available after the first order to companies with a satisfactory credit rating. After your initial order you may request a credit application for an open account. Please allow 3-5 business days for the processing of your credit application upon receipt of 3 satisfactory credit references, a completed and signed credit application, and signed Terms and Conditions. Orders purchased on terms must be paid by check by the due date or risk losing the ability to purchase on terms in the future. (Click here to go to the Credit Application.)

Credit Card Orders: Orders being paid for by a credit card will be charged when the order is placed to verify credit card information. If your card declines, we will make reasonable effort to contact you. If we cannot reach you, the order will be cancelled.

Final Sale: All sales of goods and/or services shall be final and payment in full shall be in accordance with all other terms, conditions, and agreements included on this page, and the credit application. No transaction shall be construed to be a consignment of said goods and/or services. The person, company, or legal entity executing the credit application or submitted order is liable for any and all legal fees, services, and/or costs arising out of or associated with judgments rendered on behalf of Frame USA, Inc. should Frame USA, Inc. be forced to initiate court action against applicant or purchaser.

Taxes: Consumer/Purchaser is responsible for any State, County, City, or Municipal Consumer Use Tax. We only collect taxes for orders shipped within the state of Ohio. If you are tax exempt and your order is shipping to Ohio, we must have your tax exempt form on file or taxes will be collected on the order. (Click here for a Multi-state Tax Exempt form.)

Cancelled Orders: Orders may not be cancelled once production of the order has begun. Please view our Order Tracking System to see if the manufacturing process has begun.

Returned Checks: Returned or NSF checks will result in your account being placed on a prepaid or credit card status only. A forty dollar ($40) service charge will be assessed for each returned check.

Refused/Undeliverable Orders: Please do not refuse an order without contacting Customer Service first at 1-800-666-7654. Refused shipments are subject to a 25% restocking fee and freight charges will not be refunded.

Minimum Order: When ordering on any of our websites as a Retail customer, there is no minimum order required. When ordering on any of our websites as a Wholesale customer, orders must be a minimum of one-hundred dollars ($100) to receive our low, wholesale pricing.

Claims: If damage has occurred and you feel that it was due to mishandling by the freight carrier, please contact Customer Service at 1-800-577-5920 to advise us immediately. You must call us within 48 hours of receipt of packages to report a claim. We will then file a claim with the carrier. Please keep all packaging until claim has been settled. Frame USA is absolutely not responsible for damage to any frame larger than 16" x 20" that includes glass. Our policy is not to ship frames over this size with glass by Fed Ex or UPS.

Shipping: All orders are shipped via UPS, Fed Ex, USPS, or Truck F.O.B. Cincinnati, OH 45246. All P.O., APO, FPO boxes will be shipped via Priority Mail Insured. Freight charges for Zone 5 which includes, but is not limited to all non-US shipments, P.O., APO, FPO, and Puerto Rico orders will be billed freight at time of shipping. Orders requiring LTL/Truck shipping may be subject to additional freight costs. Additional charges may apply for special services, which include (but not limited to): Call ahead, lift gate, or inside delivery. Please refer to our shipping page on our website for more details on these services. Residential delivery and over sized frames may also be subject to additional freight costs. Frame USA is not responsible for arranging LTL/Truck shipping to Zone 5. Please contact customer service with additional questions.

Backorders: Backorders of over Fifty dollars ($50) will be shipped upon arrival of materials. Backorders over 30 days old will be cancelled. If you do not want a backorder shipped, please notify us. A majority of our orders are shipped complete. No backorders are allowed on orders from FrameCloseouts.com.

Prices: Prices subject to change without notice.

Headers: Frame header selection may vary from pictures shown in catalog. Frames from Framecloseouts.com may not include headers.

Sample Moulding Program: We want all of our Customers to be satisfied with their purchase, so we encourage the use of our Sample Molding program. This will ensure that when you receive your order, your expectations will be met. We will send you, for $1.00 each, a 5" sample of any type of molding that we carry-no limit. Please contact our Customer Service Department at 1-800-577-5920 to request a sample or send us an email to [email protected].

Defective Product: We must be notified of any defect in product within three (3) full days of receipt of goods. Replacements will ship in 3 full business days. Any defective product will be replaced by a new and identical product or part free of charge. "Closeout" frames and frames sold on FrameCloseouts.com are not included and are sold AS IS.

Rush Order: Order will be shipped within three (3) business days of receipt. Rush orders are subject to a minimum fee of twenty-five dollars ($25) or 20% of the order total whichever is greater. Availability of the rush service is dependent upon current production volume. Rush orders cannot be placed over the internet (with the exception of Economy Frames which is a rush order site). Please call our customer service department for availability and details.

Websites: These Terms and Conditions apply to all purchases made by phone, fax, email, or on the following Frame USA, Inc. websites: FrameUSA.com, FrameCloseouts.com, Posterservice.com, and MatDesigners.com.

Privacy Policy

Your privacy is important to us. To better protect your privacy, we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. This notice applies to all information collected or submitted on the FrameUSA.com website.

The only personal information we collect are email addresses.

We use return email addresses to answer the email we receive. Such addresses are not used for any other purpose and are not shared.

We never use or share the personally identifiable information provided to us online inways unrelated to the ones described above.

To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put into place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

Protecting the privacy of the very young is especially important. For that reason, we never collect or maintain information at our website from those we actually know are under the age of 13, and no part of our website is structured to attract anyone under 13 to provide information to us.

You can correct factual errors in your personally identifiable information by sending us a request detailing the error(s). To protect your privacy and security, we will also take reasonable steps to verify your identity before granting access or making corrections.

Should you have questions or concerns about this privacy policy, please call us at (800) 577-5920 or send us an email at [email protected]